Customer Experience Representative I (CX Rep I)

The Customer Experience Representative I (CX Rep I) is responsible for delivering first-level customer support. This position is the initial point of contact for the most common inquiries, focusing on basic account management and Tier I technical troubleshooting. The CX Rep I is expected to resolve all straightforward matters promptly and accurately, ensuring a positive customer experience, while escalating more complex account or technical queries to senior representatives or supervisors.

• Handle inbound customer calls, focusing on account and billing inquiries (e.g., payments, account changes, service upgrades/downgrades).
• Provide Tier I technical troubleshooting and support to resolve customer service issues ranging from basic connectivity, signal checks and equipment reboots to identifying outages.
• Navigate multiple computer systems to identify, troubleshoot and resolve customers’ technical issues.
• Accurately document all customer interactions and update records within the system and tools to ensure service history is complete.
• Maintain a high level of professionalism and customer service.
• Participate in training sessions to stay updated on company products and services.
• Successfully upsell products or services to existing customers.
• Escalate unresolved or complex issues to next level or appropriate support as necessary.
• Meet or exceed key performance indicators (KPIs) set by manager and department.
• Performs other duties as assigned.